Descripción del empleo
GEX - Gerente de Experiencia del Cliente
MISSION: The Assistant Guest Experience Manager supports the department Manager in the development and implementation of the departmental strategy established in the hotel, committing to achieve excellence in customer satisfaction and the optimisation of economic and human resources under their responsibility.
WHAT WILL YOU HAVE TO DO:
OPERATIONS
• Support the head of department, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in other areas, supporting the implementation of improvement plans if necessary.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Support in the implementation of the different customer experience management tools, as well as monitor and support in the analysis of the results of the Voice of the Customer, ensuring compliance with the goals set and supporting in the creation of improvement plans if necessary.
• Support in the implementation of the digital experience of guests, as per the global strategy.
• Manage customer incidents, following the established protocols.
• Support in the adaptation of the standards subject to the local customisation of the product.
• Support negotiations with external suppliers, following set product guidelines.
• Support in the definition, development and implementation of the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and background music, ensuring compliance in the different areas.
• Verify material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of the department’s inventories.
• Support in the implementation of the Experience and/or Event Programme strategy as applicable.
• Support in the definition, implementation and management of the Entertainment programme strategy as applicable.
• Support in the management and supervision of the Guest Service Line (if applicable), ensuring that the standards and services set for the department are efficiently met to achieve ultimate customer satisfaction.
• Support in the management and supervision of the Guest Services / Concierge / Butler / Destination Concierge team (if applicable), ensuring that the standards and services set for the department are efficiently met to achieve ultimate customer satisfaction.
• Search and analyse information on the competitors to maintain the hotel positioning.
• Research and develop innovative experiences and services that keep the hotel at the forefront.
• Support in the hotel's seasonal closure and reopening processes.
• Coordinate, support the implementation and analyse the pilots in their area.
ECONOMIC-FINANCIAL
• Be knowledgeable of their department's budget
• Support the head of department in the preparation of projections.
• Is knowledgeable of the economic results of the hotel and the economic results of their department, as well as the deviations vs. budget/projection.
• Ensure the fulfilment of the economic goals established in the department and being aware of the economic goals of the hotel, as well as their fulfilment.
• Support the head of department in the placing of orders following the established procedure, as well as in the control of materials and services.
HUMAN RESOURCES
• Support and participate in the identification of talent in their department.
• Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, Melia Listens, E-melia, development plans, Inspiring Opportunities, Graduates Programs, Code of Ethics...).
• Identify high potential staff, as well as actively participate in the development of the team and trainees (if applicable).
• Follow up on the climate action plans defined by the department.
• Encourage the participation of their team in the wellness programmes available at the Hotel.
• Promote the use of social media following the guidelines established by the company.
• Support in the recruitment of the team and its dissemination in social media.
HEALTH & SAFETY// HEALTHY WORKPLACE
• Be knowledgeable of the hotel’s evacuation plan.
• Support in the responsibilities assigned to them in the Centre's Self-Protection Manual or local equivalent in other countries.
• Ensure compliance with the Occupational Health and Safety Procedures and Instructions.
• Be knowledgeable of the individual protection equipment of the department and to support in its correct implementation and use by means of the corresponding training actions.
• Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.
WHAT ARE WE LOOKING FOR:
EDUCATION AND TRAINING: University degree, preferably Tourism or Hospitality, Marketing or similar.
LANGUAGES: Fluent Vietnamese and advanced English.
SPECIFIC KNOWLEDGE:
• Knowledge of brand strategies
• Knowledge of hotel management and/or Customer Experience tools.
• Financial knowledge.
• Knowledge of Hotel Operations.
• Ability to lead and inspire a team.
• Organisation and planning.
• Analytical capacity.
• Proactivity and Innovation.
• Excellent communication skills.
• High vocation for service.
• Problem-solver.
• Attention to detail.
EXPERIENCE:
External: 2 years in a similar position in the hospitality industry.
Internal: At least 1 year of experience in the Guest Experience department or other customer-facing department.
